Across APAC, most executives I meet have no shortage of ambition. They talk about hyper‑personalisation, omnichannel journeys and AI‑powered service. Yet when you sit with the agents, case workers or relationship managers who are meant to bring that vision to life, a very different reality emerges. The real CX execution gap sits between strategic intent …

Dashboards have long been the control tower for customer experience, helping teams see where customers drop off, which journeys convert, and which products or campaigns are performing. But they have one major limitation: they mostly show what has already happened.  Customers now move across touchpoints and channels in minutes. By the time a weekly report …

For global travel and hospitality brands, customer experience (CX) is a complex, multinational orchestration of journeys. At Our Vacation Centre—a prominent travel loyalty provider under the global Arrivia umbrella—managing these dynamics involves coordinating a highly distributed, multilingual footprint. In an industry vulnerable to sudden geopolitical shifts and changing consumer habits, the organisation has shifted its …

With a new financial year fast approaching, optimism is in short supply across Australia’s commercial landscape. Improving operational efficiency and customer experience will help your business withstand whatever economic shocks and knocks lie ahead. Higher fuel prices, courtesy of the conflict in the Middle East, have had a knock-on effect for businesses of all stripes …

Historically, the Customer Relationship Management (CRM) system and Contact Center as a Service (CCaaS) platform operated as two distinct silos. This separation created swivel-chair syndrome, where agents manually toggled between screens, leading to fragmented data and frustrated customers.  Audrey William,  Industry Analyst and founder of Crayon IQ,  comments, “The convergence of CCaaS and CRM really …

Marketing and customer management is full of rabbit holes. Those who burrow ever deeper into them, nose down and backside up, miss the full picture. The Ghent Altarpiece is a 12-panel, 15th-century masterpiece by Jan and Hubert van Eyck. Painted in 1432, it’s regarded as one of the most important artworks in history – and …

In early March, data from the Australian Bureau of Statistics showed something unexpected. After years of stagnation, Australia’s productivity is finally ticking up again. The surprising part isn’t the increase. It’s what’s driving it. Productivity or “gross domestic product per hour worked” was up one per cent over the year to December. Why was this …

Anne-Kathrine Nissen, the CX Design Lead for H &M, doesn’t just see a business that sells products to customers. She sees a massive, living web of human interactions. The story of H&M’s transformation, as told by Anne-Kathrine, isn’t about a new app or a flashier website. It is a story about using holistic design to …